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It Support Specialist Jobs

Company

Princeton University
Address , Princeton, 08542, Nj
Employment type FULL_TIME
Salary
Expires 2023-06-24
Posted at 1 year ago
Job Description
Overview:
Princeton University’s Office of Information Technology is seeking a Client Systems Specialist to join its technology support team. The Client Systems Specialist works in the campus’ OIT Solutions Center Tech Clinic, providing hardware and software support to students, faculty, and staff.

More specifically, the client systems specialist provides level 2/level 3 support and solutions for a wide variety of computing devices and applications, including hardware, software and operating system troubleshooting and repair; device management through JAMF and Kace; troubleshooting and setup of devices for use on Princeton’s networks, creating and maintaining knowledgebase articles, and managing service tickets in ServiceNow.

Outside of OIT Solution Center responsibilities, this position also works with campus departments to identify, troubleshoot, and solve emerging issues and lend technical support to our Support and Operations Center (SOC). In addition, this role also supports the technology loaner programs and facilitates the processing of technology reservations by faculty, staff and students.
Responsibilities:
  • Contribute to and maintain documentation in various repositories that provide internal OIT support, external technical support, and general campus support
  • Work on special OIT projects as assigned
  • CMDB administration (ServiceNow)
  • Student Technology Consultant (STC) Training and Support
  • Provide walk-in end-user support in a fast-paced environment with a team-oriented approach for students, faculty, and staff on a wide variety of computing platforms/devices and application packages for systems on the Princeton network
  • Troubleshoot hardware issues for a variety of technology devices, and work closely with the OIT Hardware Support group to facilitate repairs
  • Provide status updates on ServiceNow problem tickets and project goals
  • JAMF and Intune administration
  • Maintain current knowledge of OIT enterprise and infrastructure systems, such as Active Directory, Network Attached Storage, email (Exchange/Office 365/Gmail), SharePoint, Google Suite, JAMF, Kace, Canvas and ServiceNow
  • Document Knowledgebase articles
  • Network infrastructure collaboration and training
  • Maintain an inventory of loaner and test hardware (including but not limited to Windows/Mac/Unix laptops, smartphones, and tablet devices)
  • Maintain personal, proprietary and/or otherwise confidential data in the strictest confidence and follow procedures to ensure the privacy, security, and proper use of customer data
  • Working with management, assist with daily customer flow to service all customers efficiently and effectively
  • Ability to work the 9:00am – 5:00pm shift, with flexibility to cover the 10:00am – 6:00pm shift, when needed, and summer hours of 8:30am – 4:30pm
  • Technology loaner program facilitation and technology upkeep
Qualifications:
Essential Qualifications
  • Excellent attention to detail
  • Excellent interpersonal, oral, and written communication skills to partner with a diverse customer base
  • Exceptional analytical skills
  • Previous experience with Mac and Windows systems
  • Education: Bachelor’s degree or equivalent related work experience
  • Excellent troubleshooting skills
  • 3+ years of experience providing technology support
  • Some knowledge with writing technical documentation
Preferred Qualifications
  • Some knowledge of scripting languages such as AppleScript, PowerShell, Python, Java
  • Previous experience as a Mac Genius and knowledge of Apple GSX
  • Experience working with ServiceNow
  • Experience with JAMF, and Intune systems
  • Previous experience with Linux systems
  • Experience providing technology support to a large customer base, of 1,000 or more
  • MCSE/MCSA, LPI/Linux+, and Apple certifications
  • Experience with Canvas
  • Experience with web content management systems such as SharePoint and Drupal
  • Experience in a higher education supporting the student community

Princeton University is an Equal Opportunity/Affirmative Action Employer and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability status, protected veteran status, or any other characteristic protected by law. KNOW YOUR RIGHTS
Standard Weekly Hours: 36.25 Eligible for Overtime: No Benefits Eligible: Yes Probationary Period: 180 days Essential Services Personnel (see policy for detail): No Physical Capacity Exam Required: No Valid Driver’s License Required: No Experience Level: Associate : #LI-JJ1